Closed tickets showing in "Open requests" list in portal Requests for JIRA Service Management Cloud


Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.


You need to be an Administrator for Jira with Make bulk changes Global permission to execute the following steps. 

Summary

Your Jira Service Management customers report that they can see closed or done requests when they sort by "Open requests" on the JSM portal. 

This is most likely caused by the Resolution field not being set for these issues. Jira considers that the lifecycle of an issue has come to an end when the "Resolution" field has a value. 

You can see the following Jira filter to see issues that are in a done status without the Resolution field set:

statuscategory = Done and resolution is EMPTY


Environment

Jira Service Management Cloud

Solution

Set the Resolution filed for requests already in a Done status.

Modify your Workflow by adding a new transition with Post Function

  1. Open your project > Click Project Settings > Click Workflows on your left sidebar;
  2. Find the relevant workflow, then, on your right corner, click on Edit workflow  to edit it;
  3. Select the Diagram tab, then click + Add transition;
  4. From status Any status(the final status), to status Itself(basically creating a loop);
  5. Name it accordingly ("Set Resolution", for example), then click Add; Add transition
  6. Refresh the page;
  7. Select the newly created transition, then click Post Functions;
  8. On your right corner, click Add post function; Add post function
  9. Select Update issue field, then click Add;
  10. On "Issue Field", select Resolution;
  11. Select the relevant "Field Value", then click Add;
  12. Don't forget to publish the workflow draft.


tip/resting Created with Sketch. You can limit who can use this transition to user groups or project roles. 

Please follow the steps here: Add a condition to a transition

Workflow transition condition

Bulk transition issues

With the new workflow transition in place, we can bulk transition issues.

Use the previously mentioned JQL search to find all issues where the status is done but the Resolution field is not set.

statuscategory = Done and resolution is EMPTY

Select Bulk change from the ... Action menu in the top right hand corner

Bulk change in Jira Cloud

On the following screens, choose Transition issues

Bulk transition issues in Jira Cloud

Choose the Resolution field previously selected and transition all previously selected issues in one go. 

Run the same JQL query to confirm the issues now have their Resolution field set. 

statuscategory = Done and resolution is EMPTY
tip/resting Created with Sketch.

To ensure no future issues end up being closed without the Resolution field set, please reference this How to documentation



Last modified on Oct 30, 2024

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